Customer Operations Manager

Jay M. Bailey

**** ********** **********, ** ***** 916-***-****

*********@*****.***

Management Professional with 20+ years experience in Operations,

Customer Service, and P & L Management

SUMMARY OF QUALIFICATIONS

Pitney Bowes Management Services: Customer Operations Manager.

February 1998 to December 2012

Responsible for the day-to-day operations of three (3) Facilities

Management Operations of a National Account including:

. Daily interaction with the Client Contacts to insure conformance to

contractual Service Level Agreements.

. Resolve potential service issues / concerns in a timely manner.

. Accurate forecasting of revenue and pre-tax margins for all operations.

. Meet monthly, quarterly, and annual financial goals for all operations.

. Prepare and present Quarterly Business Reviews for each operation.

. Insure compliance with all Corporate and Client mandated training.

. Prepare and present Annual Employee reviews.

. Interview and hire all new associates.

. Supervise all staff including conducting corrective actions and

terminations.

Wells Fargo Bank-Call Center: Business Sales Agent

August 1995 to February 1998

Assisted Bank Customers with routine service questions regarding

statements, loans, checking/deposits issues and made outbound cold business

sales calls in a high volume call center operation.

United Parcel Service: Account Executive

October 1983 to December 1994

Increasing duties and responsibilities including:

. Supervising a 225+ seat customer service call center averaging 10,000

calls per day with a peak volume of 23,000 calls per day and

processing 5,000 to 8,000 paper transactions per day.

. Coordinating and preparing the proper staffing levels by half-hour

'arrival rates' for the call center.

. Supervised thirty (30) direct reports including annual

reviews/corrective actions/terminations.

. Coordinating the proper removal and disposal of hazardous materials

damaged/spilled within the region.

. Visiting existing and potential customers to assist with:

o New Account set up.

o Inspect / Review / Approve or Deny Damage and Loss requests.

o Perform routine Account Audits.

Jay M. Bailey

4610 28th Avenue Sacramento, CA 95820 916-***-****

*********@*****.***

CERTIFICATIONS:

MQC-Mailpiece Quality Certification

(Re-certified January 2012)

Six Sigma (Yellow Belt)

AWARDS

Selected to Pitney Bowes "All Stars" (Top 100 Managers in the World) three

times - 2000, 2001, 2003

SKILLS

Microsoft Word, Excel, PowerPoint, Project, VISIO, PB DM 1000 -et al.

EDUCATION

American River Jr. College Course of Study: Fire Science

September 1975 to June 1976

ASSOCIATIONS

Order of DeMolay: Past Master Councilor, Dad Advisor, Advisory Board.

Northern California Golf Association

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